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Director - Hospitality Brand Culture
2 weeks ago
The Role
Job Purpose - The position oversees the development and implementation of multi destination initiatives that define and improve destination brand culture, ensuring all stakeholders work to meet the defined goals and objectives. - The Hospitality Brand Culture Director will activate and protect brand purpose, identity & experience of each brand that will be developed by RSG Hospitality. One of the Hospitality Brand Culture Director’s main goals is to ensure unparalleled service, leading to meaningful and memorable experiences. - Every day on every touchpoint, turning every guest into a ‘raving fan’. Daily focus will also be on monitoring performance and spotting opportunities to grow and/or raise the bar. - This professional will serve as the main role model, living the Experience Blueprints in every aspect, representing the brand values of the different RSG hospitality experiences, and contributing to a strong and powerful company culture. Job Responsibilities - Create and define company-wide and destination-wide goals to improve and ensure high levels of Customer Experience. - Lead the development and deployment of result-driven strategies and policies to improve guest experience, guest satisfaction and brand loyalty. - Conduct Brand and service experience audits to ensure all brands are operating in accordance with RSG standards, and corrective action is initiated where necessary. - Ensure that all legs of the guest and team member journey are connected and consistent. This professional will own, manage and develop the guest & team member experience initiative pipeline, working closely with relevant stakeholders (HR, Marketing etc.) teams to ensure seamless execution. - Work closely with local and international consultants and partners on different strategies and deliverables to drive guest success to the forefront of the business. - Curate processes to shorten service times, reduce operating costs, manage budget and drive margin, while maintaining high guest satisfaction levels. - Facilitate the integration of brand culture programs into both the existing and pipeline assets under operation. - Act as brand resource for all future brand differentiation initiatives. Coordinate executions of guest journey and employee culture programs with respective disciplines including procurement. - Conduct brand immersions during project kick-off meetings. Act as ongoing resource and support for all Hospitality Culture matters to ensure on-brand execution at all project phases. - Support development/design teams in the planning process from a brand programming point of view. Review blueprint, schematic designs and renderings to ensure culture vision is pulled through and represented in designs of relevant assets - Develop and initiate train the trainer programs to effectively roll out Brand Culture initiatives. - Provide hospitality support to ensure proper activation of brand manifesto / differentiation. - Conduct regular operational visits to provide guidance and training on culture activation within all teams throughout the respective destination - Gather guest and staff feedback such as surveys as well as analyze data to learn more about the guest and employee experience within the Red Sea Destination and make well-informed business decisions. - Monitor the seamless implementation of the Experience Blueprint by each department of each of the homegrown brands, using research, insight, and business intelligence to generate initiatives and propose ideas that will elevate the guest experience.
**Requirements**:
- Bachelor’s Degree in Hospitality or related field from a reputed university. - Any diploma or certificate in hospitality field. - Proven experience and deep understanding of using emotional intelligence and cultural elements to comprehend the guest journey, expectations, and non-verbal cues - 10+ years’ experience with progression into a similar role - Exceptional verbal and written communication, presentation, and relationship management skills; deep cross-functional collaboration is required both for guests and internal stakeholders. - Strong analytical skills to properly assess data and create strategies. - Ability to foster solid relationships with other teams across the business - Ability to work calmly under pressure, with a positive and solutions-based attitude. - High Emotional Intelligence including curiosity, empathy, self-awareness, and integrity. - Strong attention to detail. - Strong work ethic. - Must be fluent in English. Other languages such as Arabic are welcome.
About the company
Red Sea Global (RSG) has been incorporated as a closed joint stock company, wholly owned by Saudi Arabias Public Investment Fund (PIF). The company has been established to develop and promote a new international luxury tourism destination that will set new standards for sustainable development and bring about the next-generation of luxury travel. The project was announced in July 2017 and is one
